Originally Posted by GlassWolf
I feel your pain on the consistency and pricing. I've been with DTV for 11 years, myself. I still pay about $115/month for two DVRs (one HD) with SHOtime, the HD package, and protection plan. It's CSR roulette every time I call to get help, always have to go through the automated B*S on the phone with every call to get to a human, etc.. and the charges for programming seem to go up regularly. I also refuse to do auto-pay as I always have to call them to correct errors in billing, too. I'm really getting tired of DirecTV, but I despise cable companies even more so it's a hard call. This holds especially true when I have a good deal for my phone line at home and DSL, so no reason to move to cable for Internet.
I guess I should see if going to auto-pay and a whole-home DVR would drop my bill at all. I'm not paying $500 to have them come out to set up the whole-home crap, though.
The growing theme I keep reading about on this forum and on dbstalk is that D* really takes care of new customers but after the discounts & promos are up and when a customer is no longer under contract you really have to know how to negotiate with their CSR's or more specifically talk to their retention's department to get the big discounts and free hardware upgrades.
While I agree that type of customer service really sucks. Honestly all of the service providers nowadays are the same way when it comes to customer service.I have AT&T U-Verse DSL right now and I'm on their turbo max DSL plan at 24MB's down and the other day I had to spend a hour on the phone with one of their CSR account specialists before he finally managed to give me a one time $60 credit and $5 off a month discount for 12 months to keep me a customer and not switch to my local cable company for internet service.I had all of the price comparison and difference in speed between DSL & Cable modem and I know right now AT&T is offering the plan I'm on which I'm paying $58 a month to new customers for $44.99 a month for a full year.
Now with Directv I'm about 6 days from when I got installed a month ago with a HR34, 3 H25-700's, whole home DVR, premier package, and The Filipino Package.I signed up with the AAA discount with all off the national Directv offers, free NFL Sunday Ticket, and managed to stack refer a friend discount, signed up for auto bill pay which knocked off $10 for the $20 monthly advance receiver fee.Had to pay $128 up front for the $99 HR34 + processing fee.First month bill came out to $80.
Then when the Viacom issue happened I called a few times and got the following:
-Upgraded to NFL Sunday Ticket Max for free.But on that call I complained about hearing about the new promo that started on July 19th where new customers got NFL Sunday Ticket Max for free and told the retention rep if I had known I would have waited to sign up on the 19th instead.CSR rep after putting me on hold for 2 minutes gave me the upgrade.
-Second call I did complain about loss of Viacom channels and said my kids were complaining about not being able to watch Nick Jr and that I was missing comedy central.1st normal CSR only offered $5 credit for 1 month.I asked to be transferred to retention's. Retention CSR was nicer and showed more effort and gave me $10 off for 3 months.
-Third call I was calling to cancel the protection plan I signed up for when I signed the contract after the install was done.I canceled it online on the directv site.But I wanted to call to make sure I didn't owe anything and will still within the grace period to cancel the protection plan.CSR was the one on this call who asked me about the Viacom issue and they offered me another $10 credit for 3 months.
-4th call I was calling to find out about combining my AT&T U-Verse DSL Internet bill with my Directv bill which would give another $5 off a month.Directv service rep again offered up a $10 credit for 2 months.
Next month Directv bill I'm expecting to be in the $45 to $50 range for premier package, The Filipino Channel package, HR34, and 3 H25 HD receivers, and whole home DVR.
Now a lot of people who are longtime D* customers are going to say "this is where the discord is and un happiness with them starts". I really understand that but at the same time I just honestly think a lot of those customers don't or are un willing to put the time & effort in to speak and negotiate to get discounts, credits, or hardware upgrades.
In your case you might want to call Directv say cancel at the prompt, when you get to a live person ask if they are retention's rep.Explain your situation and why you aren't happy.If you don't like their 1st offer decline and ask what else they can offer.They usually will put you on hold for a minute or 2 and increase their discounts.If you are wanting a hardware upgrade or home whole DVR it will probably require you to sign up for at least a 1 year contract if you currently aren't under contract.
Worse comes to worse then schedule a cancel and set it a week or 2 out and see if they call you back and really make an effort and give into what you are asking for.If that still does not work then cancel and sign up as a new Directv customer under someone else at your property to get the new customer discounts and hardware you want.Or you might want to give Dish Network a look and consider them since you refuse to sign up with your local cable company.Edited by Filipinoyakuza - 7/24/12 at 3:01am